【作者】 张超；

【导师】 何兰萍； 宋辉；

【作者基本信息】 天津大学 ， 公共管理， 2020， 硕士

【副题名】以徐水区为例

【摘要】 公共医疗卫生服务是最基本的公共服务之一,作为健康中国战略指标之一的医疗服务质量实质上影响着人民的健康幸福程度。然而,从患者、医疗机构和政府机构各方面角度来看,医疗服务质量的当前现状并不能满足需求。医疗服务质量分为技术质量和感知服务质量,通过感知服务质量水平考察医院的医疗服务质量水平即贯彻了“以患者为中心”的医疗服务理念。隶属于基层公共医疗卫生服务体系的区县级医院所占比重大、覆盖范围广,其医疗服务质量的发展对于公共医疗水平的发展显得尤为重要。因此,考察当前区县级医院服务质量的实际情况,发现其中具体不足并提出政策建议具有重要意义。本研究利用安德森医疗卫生服务利用模型和SERVQUAL模型量表,以保定市徐水区为例,对区县级医院感知医疗服务质量开展问卷调研并进行量化分析。研究发现,以SERVQUAL量表为基础制定的调查问卷信效度良好,适用于研究区县级医院医疗服务质量;24项三级指标感知服务质量值得分有22项为负值,6项二级指标感知服务质量值得分均为负值,最终一级指标总感知服务质量值得分为-422.41,说明被调研者对徐水区区县级医院医疗服务质量不满意;徐水区内各区县级医院间医疗服务质量水平层次不齐,医疗服务的强弱项各不相同;同时发现,徐水区的公办医院的总体医疗服务质量高于民营医院,但移情性维度、经济性维度表现低于民营医院。因此,建议相关管理部门进一步加强对医疗服务质量的投入力度,基于持续质量改进理论,利用PDCA循环建立区域内区县级医院医疗服务质量长效监控考核机制,以提升社会医疗服务体系整体医疗服务质量水平,其中民营医院尤其要加强提升其技术水平以满足顾客需求。更多还原

【Abstract】 Public health services are basic public services.As one of the strategic indicators of Healthy China,the quality of health services substantially affects the people’s health and happiness.However,from the perspectives of patients,medical institutions and government agencies,the current status of health service quality cannot meet the needs.Health service quality is divided into technical quality and perceived service quality.To inspect the hospital’s health service quality level by perceived service quality is to implement the "patient-centered" health service concept.County-level hospitals occupy a large proportion and cover a wide range,and the development of their health service quality is particularly important for the development of public medical standards.This study uses the Anderson Behavioral Model of Health Services Use and the SERVQUAL model,taking Xushui District as an example,to conduct a questionnaire survey.The study found that the questionnaire based on the SERVQUAL scale is suitable for the quality of perceived health service in the county-level hospitals.22 of24 three-level perceived service quality indicators are negative,and all of 6two-level perceived service quality indicators are negative,and the one-level perceived service quality indicator is-422.41.It shows that the respondents are dissatisfied with the health service quality in Xushui.The level of health service quality in Xushui is not uniform,and the strengths and weaknesses of health service are different.The overall health service quality of public hospitals in Xushui is higher,but the performance of empathy and economic dimensions is lower than private hospitals.Therefore,it is recommended that relevant management departments further strengthen their investment in the quality of health service.Use the PDCA to establish a monitoring and assessment mechanism for county-level hospitals.Private hospitals especially need to enhance their technical level to meet customer needs.更多还原